After analysing data of complaints, the report has concluded that residents of Shahdara (south) face the maximum trouble due to the sewerage network, while Rohini registered the maximum number of stray animal-related problems.

West zone under south corporation topped on complaints regarding garbage not being collected, Karol Bagh faces maximum storm water drainage problems. Civil Lines zone under north corporation is plagued with unauthorised construction. Rohini and west zones figure five times in the list of top zones facing civic problems.

Civil Lines zone saw the highest number (51,553) of complaints in 2017. The overall complaints rose by 9% over three years from 3,54,788 in 2015 to 3,88,484 in 2017.

Among the major civic facilities under Delhi government, water supply registered the maximum number of complaints (1,65,735) in 2017. Under the corporations, nuisance due to stray dogs, monkeys, etc registered the most number of complaints (22,574).

The NGO collected the data through Right to Information. Curiously, in response to an RTI filed to procure the number of complaints registered, Delhi Jal Board (DJB) stated, “Due to technical problem in Complaint Redressal Mechanism of call centre application, no information is available from October 2017-December 2017.”

“This is not the kind of response one would expect to a RTI application seeking basic information such as the number of complaints registered with a state-run body. The carelessness in handling citizens’ issues is disheartening,” said Nitai Mehta, founder and managing trustee of Praja Foundation.

The report also stated that 716 issues (9%) raised by councillors in ward committee meetings from April to December 2017 were “an expression of frustration towards the working of the administration”.

“Such data indicates why elected representatives must constantly pay heed to citizens’ voices. On several points, our data suggests consistent apathy on the part of elected representatives,” said Milind Mhaske, director at the NGO.

As complaints do not get resolved due to multiplicity of authorities, the report recommends creation of a centralised grievance redressal mechanism. It also suggests greater communication and coordination between municipal, state and central governments.

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